Today we have launched a consultation inviting views on how to improve the Bar’s approach to the handling of first-tier complaints – that is, complaints handled directly by barristers or chambers, rather than the Legal Ombudsman.
The proposals improve complaints outcomes for consumers of barristers’ services – for example, by ensuring those who are disabled or vulnerable get the right support and information on how to complain. They also reflect the Legal Service Board’s new guidance on handling complaints.
We are proposing to collect and analyse first-tier complaints data from the Bar for the first time on a sector-wide basis. The consultation asks for views on how we can do this proportionately.
We welcome written responses to this consultation by Wednesday 6 August 2025, ahead of the introduction of the new regulatory regime for first-tier complaints in November 2025. We will set out the next steps and our response to the consultation in September.
We are seeking stakeholder views on:
- The impacts of the BSB Handbook changes to the Bar, and where the Bar may find it useful for the us to publish guidance to assist with implementation.
- How we should collect first-tier complaints data from the Bar. The options proposed in the consultation have been informed by first-tier complaints data collection practices of peer legal regulators.
- The timings for introducing the new data collection requirements from the Bar.
- We are also seeking stakeholder views on our general approach to the collection of regulatory data from the Bar.
Mark Neale, Director General, The Bar Standards Board said:
“We aim to help people better understand their rights and know how to complain when things go wrong. The proposed rules should also help vulnerable people and encourage more feedback on how the profession is doing in handling complaints. Consumers must have confidence that their complaints will be fairly assessed and dealt with efficiently, effectively and fairly at the first available opportunity.”
The Bar Standards Board consultation on updated arrangements and rules for first-tier complaints handling can be found here.
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